The traditional (company-centric) approach to contact center quality assurance delivers outcomes associated with the left side of the chart. The contact center quality transformation chart represents a new (customer-centric) strategy for contact center Quality Assurance. It is a reminder (tool) for organizations that are leading in customer experience and benefiting from quality assurance optimization, but also represents a choice made by the most successful leaders in contact centers today. So, who do you want to follow – the leaders or the pack? You choose.